RTO Operations Manager at HCS Affiliates Group

Key Responsibilities

Operational Performance & SLA/KPI Ownership

• Own and drive SLA adherence across all operational queues and functions, maintaining performance at or above agreed thresholds at all times.

• Monitor real-time and trending KPI data; identify deviations early and implement corrective actions before breaches occur.

• Partner with the Workforce Management function to ensure optimal scheduling, coverage planning, and headcount utilization across shifts.

• Escalate systemic performance risks to senior management with clear context, impact assessment, and proposed remediation plans.

• Lead operational reviews (daily, weekly, monthly) ensuring data integrity and actionable insight at every level.

Team Leadership & People Management

• Directly manage a team of Team Leaders, providing clear direction, consistent coaching, and structured accountability.

• Conduct regular 1:1s, team reviews, and formal performance appraisals; design and implement development plans for high potential and under-performing individuals alike.

• Foster a culture of psychological safety, high standards, and continuous improvement, where people are empowered to flag issues and contribute solutions.

• Lead with discretion and professionalism in all people matters, particularly where sensitive workflows, disciplinary processes, or confidential information are involved.

• Resolve interpersonal and operational conflicts swiftly and fairly, escalating to HR or senior leadership where required.

Sensitive Workflow Governance

• Maintain strict oversight of all high-sensitivity operational tasks, ensuring protocols, compliance requirements, and data handling standards are consistently upheld.

• Ensure Team Leaders are adequately briefed, trained, and equipped to manage sensitive workflows.

• Identify and mitigate risk associated with sensitive task handling; including data protection, escalation pathways, and exception management.

• Act as the accountable owner for operational compliance within the team's scope, working closely with relevant stakeholders.

Process Optimization & Continuous Improvement

• Regularly audit existing processes to identify inefficiencies, quality gaps, or compliance risks.

• Lead structured improvement initiatives from diagnosis through to implementation and measurement ensuring sustainable change.

• Champion innovation within the team; create channels for Team Leaders and agents to surface ideas and operational friction points.

• Document, update, and enforce standard operating procedures (SOPs) across all queues.

Reporting, Analytics & Decision Support

• Produce and present high quality operational reports and dashboards for senior management, covering performance, risk, workforce, and quality.

• Analyze data trends to support forecasting, capacity planning, and strategic decision making.

• Ensure reporting is accurate, timely, and presented in a format that drives informed decisions at the leadership level.

Stakeholder Management & Cross-Functional Collaboration

• Act as the primary operational liaison between the team and senior leadership, translating strategic objectives into team level actions.

• Collaborate with Support, Quality, Training, HR, and WFM functions to resolve cross-functional issues and improve team collaboration.

• Communicate clearly and consistently; upward to leadership, laterally across peers, and downward to Team Leaders and agents.

• Represent the operations function in business reviews, planning sessions, and project workstreams.

Qualifications & Experience

• Minimum 3 years in an operations management or senior team leadership role, ideally within a contact centre, BPO, or service delivery environment.

• Demonstrated experience managing Team Leaders and driving performance through others; not just as an individual contributor.

• Proven track record of owning and delivering SLA and KPI targets in a high-volume, time-sensitive environment.

• Experience managing sensitive, complex, or regulated tasks with the appropriate level of rigor and discretion.

• Strong data literacy; comfortable working with performance dashboards, conducting root-cause analysis, and presenting findings to senior stakeholders.

• Excellent written and verbal communication skills; able to adapt style and content for varied audiences.

• Proven track record of achieving performance metrics and driving operational improvements.

• Degree in Business Administration, Operations Management, or a related field (or equivalent professional experience).

• Familiarity with workforce management tools and scheduling platforms.

• Exposure to quality assurance frameworks, compliance requirements, or regulated operational processes.

• Six Sigma, PRINCE2, or equivalent process improvement qualifications